Mr B complained about whether Neath Port Talbot Council responded appropriately to reports of noise he made regarding a development near his home.
The Ombudsman found that, whilst the Council’s investigation into the reports of noise made by Mr B was appropriate, the way the Council communicated with him was not. Mr B’s concerns were not fully addressed, and he was not kept informed of the progress of the investigation into his complaint. These failures amount to maladministration and are an injustice to Mr B, who was frustrated at the perceived lack of action regarding his complaint. This element of Mr B’s complaint was upheld.
The Council accepted the Ombudsman’s recommendations. It agreed to apologise to Mr B for the failures of communication identified during the investigation, to remind officers of the necessity to inform complainants of the outcome of investigations and to ensure that the officers that investigated Mr B’s complaint are familiar with the Council’s Complaints Policy.